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Account Manager II

2 months ago

Hartford, United States Lockton, Inc. Full time
Job Summary:

About Lockton Northeast

For the Northeast Series, you’ll find our people in the metropolitan areas spanning Washington DC, Philadelphia, New York City, Hartford, Norwalk, Boston, and Portland ME. With our unmatched work ethic, and an ability to go above and beyond to make a difference for our clients, the Northeast continues to experience double-digit (organic) growth.

We offer a flexible & hybrid work environment that allows our Associates to split their time between in-person and remote.

Position Overview

The Account Manager role is at the forefront of our Lockton Northeast Client Engagement strategy. They are directly responsible for the day-to-day servicing needs of Lockton Northeast Clients under the general guidance of the Unit Manager, Account Executive and/or Client Executive. Overall responsibilities include leading the core service delivery items and executing on all day-to-day administrative and service needs. The Associate must be familiar with Lockton Northeast resources, policies & procedures and ensure overall compliance with the aforementioned. The Account Manager II will be a participant in the Lockton Northeast Career Foundations Program or Career Advancement Program which is designed to provide technical and practical training supporting continued career progression. A high performing and successful Account Manager II will support the Unit Manager, Account Executive and/or Senior Client Manager to ensure transactional excellence and provide great customer service.

Core Responsibilities

Ownership of day-to-day client activity

  • Resolves claim issues, answers compliance questions, responds to billing questions and plan related questions, and other carrier issues requiring urgent attention.
  • Acknowledges receipt of client questions in a timely manner; engage appropriate resources to set expectations on timing
  • Communicates expected timing to client and updates those expectations when necessary
  • Holds resources and carrier partners accountable to ensure deliverable deadline is met
  • Delegates certain activity to benefits analysts, when deemed appropriate
  • Lead client service calls
Leads and owns core service delivery activity including, but not limited to:
  • Completes tasks assigned to the ‘support role’ in the client engagement workbook (delegate activity to benefit analyst when appropriate)
  • Develops strong market understanding and cross apply client experiences
  • Monthly claims tracking: update and send monthly claims to client prior to month end (ensure account lead reviews in a timely manner); ensures tracking is peer reviewed by finance team prior to release to client
  • Compliance: send annual compliance calendar to client; remind clients of compliance due dates and ensure deadline is not missed
  • Project management of open enrollment communications: e stablishes draft timeline and sets up call with client after renewal decisions are made; develops benefits guide/open enrollment presentation; ensures Account Executive or Account Lead reviews output and makes edits; delivers initial draft to client with the expectation the materials are accurate; communicates high priority client-required action to ensure open enrollment deadlines are not missed; delivers final version to client within established timeframe.
Requirements:
  • Bachelor's degree in a business-related program preferred or equivalent education and/or experience required
  • A minimum of three years of commercial benefits insurance experience and/or HR, insurance broking/consulting experience required
  • Understanding of benefits insurance concepts and their application to Clients' needs
  • Must have exceptional verbal, written, and interpersonal skills to instill confidence in Clients and Associates at all levels of responsibility
  • Maintains a network of key insurer relationships
  • Superior negotiation skills
  • Ability to comply with all company policies and procedures, proactively protecting confidentiality of client and company information
  • Willingness and ability to work outside of normal business hours and travel as needed
  • Licensed broker in their state of residency or state of employment
  • Life & Health Insurance License or the ability to get licensed within 12 months from date of hire
  • Strong knowledge of Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint)
  • Legally able to work in the United States
The successful candidate will:
  • Become an invaluable member of the service team to the client as indicated through annual client feedback
  • Provide meaningful lift to the account team through developed knowledge, initiative, and organization
  • Contribute to client demos and implementation calls
  • Understand new innovative, trending solutions in the marketplace
  • Delegate and develop junior associates assigned to the same client
  • Solicit feedback regularly from team and actively make progress towards goals
  • Proactively communicate with internal teams
  • Attend internal and carrier trainings to improve skill set market knowledge
  • Share new experiences with other team members that would be of value to the broader team